roads_1 Omnichannel Contact Center Blueprint
Genesys-Omnichannel_Icons_v3a (Flattened)
Call IVR

Prompt callers to self-direct through your main menu and call tree with or without speech recognition. Ability to authenticate customers within your IVR.

Building 3Building 3
Channel
Self-Service
Use Case
Call IVR
Call IVR Icon
Call IVR

Prompt callers to self-direct through your main menu and call tree with or without speech recognition. Ability to authenticate customers within your IVR. Deliver a great experience and increase self service adoption by helping customers navigate the IVR quickly. Genesys IVR Personalization tailors messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account.

Icon_Self-Service_Visual-IVR
Visual IVR

Give mobile customers a visual way to complete or complement a voice interaction from their mobile device.

Building 7Building 7
Channel
Self-Service
Use Case
Visual IVR
Visual IVR Icon
Visual IVR

Give mobile customers a visual way to complete or complement a voice interaction from their mobile device. This enables users to process information faster and more easily complete their task. Plus users can transfer to a live agent if necessary, passing context to the agent.

This enables users to process information faster and more easily complete their task. Plus users can transfer to a live agent if necessary, passing context to the agent.

Icon_Self-Service_Voicebots
Voicebots

Deliver more natural self-service voice experiences using the power of AI — with a seamless handover to an agent when needed.

Building 16Building 16
Channel
Sel